Customer Engagement & Retention Executive

Location: Noida
Experience: 1- 3 Years

Industry: Nutraceutical/Health & Wellness

Work Timings: 9:00 AM 5:30 PM (Alternate Saturdays off)

About the Role

We are looking for a CRM, Customer Engagement & Retention Executive who can combine CRM data, customer conversations and retention marketing to improve customer experience, conversions and repeat purchases.

Key Responsibilities

• Manage CRM & customer lifecycle journeys across WhatsApp, Email & SMS.
• Conduct one-on-one customer calls for order confirmation, shipment issues, product assistance and post-purchase support.
• Follow up on abandoned carts, checkout drop-offs and high-intent website leads to understand and resolve purchase barriers.
• Drive reorder, retention and win-back campaigns based on customer purchase behaviour.
• Conduct post-purchase and weekly customer feedback calls to understand satisfaction, product usage and concerns.
• Maintain structured customer feedback, objections and Voice of Customer (VoC) data.
• Identify customer insights and share actionable feedback with Marketing, CRO, Product and Operations teams.
• Build personalised customer interactions focused on assistance and relationship-building rather than pushy selling.
• Track CRM performance and customer behaviour to identify opportunities for improving conversion and repeat revenue.

What Were Looking For

• 1-3 years of experience in CRM, Customer Engagement, Retention, Customer Success or related roles.
• Strong verbal and written communication skills with a natural, customer-friendly approach.
• Comfortable with customer calling and assisted conversions.
• Data-driven mindset with an ability to understand customer behaviour and insights.
• Experience with WhatsApp, Email, SMS and CRM tools is preferred.
• Preference: Candidates with experience in the Health & Wellness/Nutraceutical space or genuine interest in wellness and supplements.

If you are customer-obsessed, relationship-oriented and passionate about building meaningful customer experiences, we'd love to hear from you.